Error 502 cannot repair agent communications

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Scope

The purpose of this article is to discuss how to repair the error 502 cannot repair agent communications. This error may come up when you try to Repair Agent Communications.

Overview

In order to resolve the issue, follow these steps:

First attempt to repair agent communications. If the agent is not able to communicate with our pairing servers, you should receive the same error. If the error message goes away, start a new backup.

On the production machine, confirm the following services are started and restart them as necessary:

  • StorageCraft Raw Agent Service
  • StorageCraft Shadow Copy Provider
  • ShadowProtect Service

Once the above services have been restarted, attempt to repair agent communications.

If the agent was added by domain name, verify that all DNS settings are set correctly from the networking tab on the Datto appliance. Also verify that the DNS search domain is correct.

Ensure that the protected machine is accessible through ports 25566 and 139. Check to ensure that windows firewall and anti-virus exceptions have been put in place to allow communication. Also, ensure that firewall exceptions are in place.

If none of the above resolves the issue, contact tech support.


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